Job Description

Job Ref ID: JR0088866

YOUR MISSION

You will lead how we forecast and staff our outsourced customer support hubs, so we have the right agents at the right time at the lowest possible cost.

Over the next 12-18 months, you’ll make our forecasting more robust by moving from hub-by-hub to country-centric and global forecasting, and plan for AI-driven savings. You’ll use data to find where we overstaff or lose productivity, and drive the Productivity SteerCo that turns these findings into savings, working with hubs, Service Delivery and process owners who don’t report to you

THE JOURNEY

Strengthen and streamline the forecasting process: define best practices, including how and when we align with hubs and internal stakeholders. Separate the pure contact forecast from hours planning, and move from hub-by-hub to country-centric forecasting. Set up standardized checks, alarm tooling and internal benchmarking of